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Chapter 12
Contacting Technical Support
If you have been unable to resolve an issue using the information and steps provided in this guide, use the information in this chapter to contact Nortel Technical Support. This chapter identifies all of the critical information that you must gather before contacting Nortel Technical Support.
Navigation
•Gathering critical information on page 99
•Getting Help from the Nortel Web site on page 100
•Getting help over the phone from a Nortel Solutions Center on page 100
•Getting help from a specialist by using an Express Routing Code on page 101
•Getting help through a Nortel distributor or reseller on page 101
Gathering critical information
Before contacting Nortel Technical Support, you must gather information that can help the technical support personnel when troubleshooting. This section identifies all the critical information that should be gathered before contacting Nortel Technical Support.
You must attempt to resolve your problem using this troubleshooting guide. Contacting Nortel is a final step taken only when you have been unable to resolve the issue using the information and steps provided in this troubleshooting guide. Gather the following information before contacting Nortel Tech Support. Collecting this information helps Nortel analyze and address the reported issue.
•Problem scenario:
—Detailed description of the problem
—Expected Response (how you would expect the system to perform)
—Actual Response (A detailed account of how the system actually performs)
—Date and time when the problem started
—Frequency of the problem
—Is this a new installation?
—Can you restore normal operation?
•History:
—Have you recently changed or upgraded your system, your network, or a custom application? For example, has any configuration or code been changed?
—What events can be identified prior to the fault: e.g. upgrade, new LAN, increased traffic, new hardware?
—When were these changes made? Provide the date and time.